InsuranceMarket.ae

As Head of Product & Customer Experience I led product across InsuranceMarket, CreditMarket and InvestmentMarket, a multi-brand portfolio spanning several insurance lines and about a third of the company's customer base. The mandate was broad: own the end-to-end product function and move the numbers across several lines at once, not just one

I ran this the way product should be run, from evidence through to outcome. I instrumented the funnel properly, connecting Google Analytics, Optimizely and Microsoft Clarity so every meaningful behaviour was captured in one place, then used AI to analyse those data points at scale and pinpoint exactly where and why customers were dropping off. From that I led discovery and research, turned the findings into several competing propositions, and designed journeys around them rather than guessing. I put those designs head to head through structured A/B testing, measured the real outcomes, and let the evidence decide which direction to ship. That full loop, discover, define, design, test, decide, ship, learn, ran continuously across the portfolio.

Alongside the journey work I widened the proposition commercially, negotiating and onboarding new insurers to improve choice and sharpen pricing, and I built AI-powered tools that automated product analysis, operational workflows and customer servicing, cutting manual effort and speeding up product decisions. And because a product function is only as strong as its people, I ran the team on a proper product cadence, roadmapping, prioritisation and delivery rituals, and coached the product managers one on one to raise how the whole group worked, not just what any single feature achieved.